Botwa AI Voice Assistant (Conversational IVR) Supporting Urdu and English

Overview:

The Botwa AI Voice Assistant revolutionizes customer interactions by providing intuitive, human-like experiences through Conversational IVR (Interactive Voice Response) technology. By automating routine tasks, it allows human agents to focus on more complex inquiries, enhancing overall customer satisfaction.

In today’s fast-paced digital environment, businesses are continuously looking to improve customer experiences and streamline their operations. Traditional IVR systems often frustrate customers with cumbersome navigation, but Botwa’s AI Voice Assistant transforms this experience. Utilizing advanced natural language processing and voice recognition technology, it enables callers to communicate naturally with the system, receiving tailored responses based on their input.

The Botwa AI Voice Assistant delivers high-quality, personalized interactions at scale, turning previously cost-ineffective solutions into high-return investments, while maintaining human-like conversational quality.

Process Flowchart of Botwa AI Voice Assistant:

• 1. Customer speaks and presents their query/request.
• 2. The Context Recognition System, alongside the Verification System, processes the input.
• 3. If the keyword is recognized and verified, the query is executed.
• 4. If not recognized or verified, the AI Voice Assistant seamlessly transfers the call to a customer service representative (CSR) for further assistance.

Functionality & Modules:

The Botwa AI Voice Assistant application consists of the following key modules:

• Dashboard
• Configuration
• Call Transcription, Summary & Sentiment Analysis

Dashboard:

The Dashboard module is located in the monitoring section on the left panel. It provides access to two types of statistics: live calls and recorded calls. Admins can filter records based on Recognized Context, Recording ID, and Date-Time Range, including details like Upload Timestamp, Duration, Recognized Context, Status, Transcription, and Call Recording.

Figure 1: Dashboard (Recorded Call Stats)

Figure 1a: Dashboard (Live Call Stats)

Admins can monitor live interactions between the AI Voice Assistant and customers through the live call stats module in the Monitoring dashboard.

Configuration:

In the Configuration module, admins can select and upload different voice profiles for the AI Voice Assistant, enhancing its personalization by cataloging various voices.

Figure 1b: Dashboard Voice Settings

Call Transcription, Summary & Sentiment Analysis:

Clicking “See More” on a recorded call’s transcript header opens a detailed panel. At the top, a summary outlines the interaction between the AI Voice Assistant and the customer, followed by a transcript with color-coded words indicating the customer’s emotional sentiment during the conversation:

• Green words signify positive sentiment.
• Red words indicate negative sentiment.
• Blue words represent a neutral tone.

Figure 2: Call Transcription, Summary & Sentiment Analysis

Language Support:

Currently, voice recognition, contextual understanding, and transcription are available in two languages:

• Urdu
• English

Additional language support can be provided based on specific requirements.